Call Center Representative (Hybrid)

Position Overview

Join the Erie team! Erie Family Health Centers is seeking a dedicatedCall Center Representativeto join our Patient Access Team atErie Humboldt Park Health and Dental Center - 2750 W. North - Chicago, IL. In this role, you will support scheduling for over 90,000 patients across 13 sites and help deliver high quality, affordable healthcare. You will be responsible for verifying insurance, scheduling appointments accurately, and routing calls as needed while providing excellent customer service.Compensationfor this position is$18.00 - $22.00 Hourly, based on your experience, skills and education.

Key Responsibilities

• Handle an average of 70 calls per day (approximately 350 calls per week), depending on call volume.
• Answer incoming telephone inquiries related to daily appointment scheduling, provider and clinic staff availability, Erie services, including medical, dental, and triage services. (Bilingual candidates may be assigned to Spanish queues.)
• Attend required trainings and professional development sessions, including Electronic Health Records (EHR) training, to ensure proficiency in patient scheduling and record management.
• Meet the occupancy goal of 80% while scheduling appointments in accordance with site-based guidelines.
• Update patient demographic and insurance information at time of scheduling; verify Individual Health Coverage (IHC) eligibility and assist patients eligible for State Health programs.
• Properly route and handle all telephone calls (administrative, clinical, and informational) in compliance with departmental guidelines.
• Manage voicemails by diverting calls, recording messages, and ensuring timely and accurate message delivery.
• Assist with scheduling error corrections and support new hires through call shadowing.
• Deliver exceptional patient satisfaction by providing courteous and professional service at all times.
• Perform other duties as assigned.

Required Qualifications

• High School Diploma or equivalent is required.
• One year of call center experience.
• Strong computer skills including Microsoft Office, experience with dual screens, and navigating multiple applications simultaneously.
• Ability to type at a minimum of 25 words per minute.
• Excellent customer service skills with active listening, strong attention to detail, and problem-solving abilities.
• Proven reliability, strong attendance, and the ability to work in a fast-paced, rapidly changing environment.
• Ability to consistently maintain metric and quality requirements.
• An Illinois-issued driver's license or state ID is required (can be obtained prior to starting).

Preferred Qualifications

• Experience in healthcare operations or administration.
• Previous work from home experience.

Benefits & Perks

• Competitive salary:$18.00 - $22.00 hourly, based on experience, skills, and education.
• Full Benefits Package:Medical, Dental, Vision, Life and Disability Insurance, and Flexible Spending accounts for Health Care or Childcare.
• Retirement Programs:401(k) program with Erie matching $0.50 for every $1.00 up to the first 5% of your biweekly salary.
• Annual Paid Time Off:Starting at 15 days of PTO and 8 paid holidays.